Major Incident Manager

Role Overview

We are actively looking for an experienced MIM Operations Expert to lead mission-critical incident management for a large enterprise environment. This role is key to ensuring rapid service restoration, minimizing business impact, and driving operational excellence.

• Own and manage high-priority (P1/P2) incidents across the environment
• Lead war rooms and coordinate cross-functional resolution teams
• Drive timely stakeholder communication, including executive updates
• Ensure SLA adherence and minimize downtime
• Conduct post-incident RCA and implement corrective & preventive actions
• Collaborate with Network, Compute, EUC, and Security teams
• Continuously improve MIM processes, reporting, and automation initiatives
• 10+ years in IT Operations with strong Major Incident Management expertise
• Strong stakeholder management and crisis communication skills
• Hands-on with Service Now and enterprise monitoring tools
• Ability to perform under pressure in a 24x7 support environment

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to  for investigation.

A candidate’s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.